Waiting for Service

This week Amas and Bob take a look forward to the opportunities of 2021:

• Contact centers may end as we know them
• Companies may start to focus on service in a new way
• What will 2021 mean for AI?

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Amas and Bob take a look back at 2020 and discuss:

• The Bromance is real
• The biggest positives for the industry last year
• Cloud telephony 
• Being more thoughtful about the DNA of your company 

and much more. 

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Amas and Bob are back together to discuss the most difficult job in any company and why:

• They illustrate what life in a call center looks like
• One uncomfortable challenge for male supervisors
• How socioeconomic factors impact call centers 
• A direct message for call center executives

And much more!

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Learn more about Bob Furniss

Tune in to hear a great conversation with Amas and Luke Anderson as they discuss the following:

• What exactly is "Customer Experience"?
• Is the chief customer officer a real role?
• What are companies actually doing to improve 'Customer Experience'?
• Can technology really help the experience of the customer?
• How can technology help service employees?

And much more.  

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Amas and Bob have engaging conversation about communities.  Here are a few topics you will hear about:

• Should communities be a tool in your self service toolbox?
• Hear how a few companies have made communities work for them
• How do I migrate people into your community from the social network built communities?

If you want to know how to get the most out of the community tool, listen to this podcast. 

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The discussion on chatbots continues this week.  After a quick recap, you will learn more about:

• The difference between a chatbot and an expanded knowledgebase
• What makes a good chatbot?
• Is your chatbot authenticated?
• Just like a human, a chatbot has its limits, plan handoffs

And so much more.

Learn more about Amas Tenumah

Learn more about Bob Furniss

In this episode Amas and Bob discuss the following:

• Are chatbots delivering what they promised?
• Chatbots don't work well without one thing and Bob tells you exactly what that is.
• You will hear key tips to designing more effective chatbots.
• Just like pets and kids, chatbots need care and feeding.
• Should you be transparent about using a chatbot or more subtle?

And much more...

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Amas and Chris have an insightful conversation about:

• Who really designs brand promise?
• What causes the gap between what is expected and what is delivered?
• How do you measure the gap?
• The real work to fulfill brand promise is internal.

And Much More 

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Learn more about Chris 

Amas and Bob continue the discussion about social media channels and take a deeper look at operationalizing social media care.  They discuss:

• Whether or not you should have to be on every social media channel your customers are on?
• TikTok for Service?
• Your organization voice on social media
• How important is a channel transition plan?
• Measuring success on social media

And much more...

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Learn more about Bob Furniss

Amas and Bob enjoy answering a question from an Omaha listener:

• Do you have to be everywhere you customers are?
• Which channels would work best for you?
• One of the most popular social media channels doesn't have service options yet, do you know which one?
• They will discuss the trend of over investing in social media at the cost of other channels 
• They also share the best way to stop issues from going viral 

And much more...

Learn more about Amas Tenumah

Learn more about Bob Furniss